Service Desk Analyst (Spanish & Portuguese)

About the role

As a Service Desk Analyst you will deliver technical support and ensure stability, reliability, and performance of Digital Workplace services for a global enterprise. You will be the primary point of contact for end‑users, handling incidents and service requests across multiple channels.

Key responsibilities

• Provide Level 1 support and assist with Level 2/3 troubleshooting for Windows devices, Microsoft 365, collaboration tools, virtual desktops, printers and access‑related services.
• Manage incidents and service requests through their lifecycle, maintaining documentation and meeting SLA targets.
• Coordinate with internal technology teams, field support, and third‑party vendors to resolve issues and restore services.
• Support Microsoft Teams, video‑conferencing, voice services and business‑critical applications, escalating when necessary.
• Contribute to knowledge‑base articles and continuous‑improvement initiatives such as automation and self‑service adoption.

Required profile

• Advanced or bilingual proficiency in Spanish and Portuguese.
• Experience in enterprise IT support (Service Desk, Help Desk, Desktop Support).
• Knowledge of ITSM processes, incident/request handling and SLA management.
• Ability to work in a fast‑paced, global environment while managing multiple priorities.

Required skills

• Windows operating systems and hardware troubleshooting.
• Microsoft 365 suite (Teams, Outlook, SharePoint, OneDrive).
• Virtual desktop technologies (Citrix, VDI, Remote Desktop Services).
• Identity and Access Management (password resets, MFA, account admin, BitLocker).
• Enterprise applications such as SAP, JDE, AS400, SailPoint.
• Video‑conferencing, collaboration and telephony platforms.